People who work in IT Operations have a strong affinity with the skills of problem solving and troubleshooting. Although a huge amount of effort is taken to improve resiliency and redundancy of IT systems, the ability to quickly diagnose the root cause of problems has never been more important and relevant. Attempting the wrong fix is expensive in many ways, not least financially. It’s expensive in terms of time, user patience and most critically the credibility of IT to fix problems quickly. Therefore a framework is needed!

Do you want to:

  • work with a systematic process of problem solving when responding to IT incidents and problems?
  • deliver a higher level of quality and consistency in your IT support?
  • establish a common troubleshooting language that ensures consistency in customer support in a Service Management environment?
  • introduce structured, critical thinking techniques to analyze problems, make decisions and proactively avoid problems?
  • use a systematic approach independent of technical expertise?

This 2-day course equips you with the terminology, structure and basic concepts of Kepner-Tregoe’s problem management and incident management techniques, such as Situation Appraisal, Problem Analysis, Decision Analysis and Potential Problem Analysis. This method has become very popular in IT and technical fields and has been included in the IT Infrastructure Library (ITIL) but can be applied to a wide range of problems.


After this course you will be able to:

  • understand the different phases of the framework:
    • situation appraisal
    • problem analysis
    • decision analysis
    • potential problem analysis
  • explain the definition of an incident and a concern
  • use the role of questioning
  • list threats and opportunities
  • use the steps: separate and clarify, set priority, plan next steps
  • work with all phases in problem analysis: describe problem, identify possible causes, evaluate possible causes, confirm true cause
  • work with all phases in decision analysis: clarify purpose, identify alternatives, evaluate alternatives, make decision
  • effectively present recommendations and assess recommendations
  • work with all phases in potential problem analysis: identify potential problems, identify likely causes, take preventive action, plan contingent action and set triggers

Destiné à

This training is aimed for everyone who is involved in analysing and solving IT-problems and who would like to improve their Incident Management and Problem Management techniques: first-line IT support professionals, including

  • service desk staff
  • analysts
  • problem managers
  • incident managers
  • auditors
  • quality managers
  • operators
  • technicians and engineers

Prerequisites: there are no prerequisites to attend this course but a good knowledge of the ITIL framework is an asset.


A. Introduction

  • 7 Rules for Mission Critical Success
  • Questioning and Listening Skills
  • Typical Support Organization Issues
  • Typical Support Personnel Issues
  • Typical Support Organization Needs
  • I’m an Expert Why Process?
  • Learning Process
  • Definition of a Process
  • The Role of Questioning in the Thinking Process
  • The Role of Thinking in the Fundamental Processes
  • The Troubleshooting Process
  • The Thinking Process Introduction

B. Introduction to the Kepner-Tregoe Rational Process

  • Situation Appraisal
  • Problem Analysis
  • Decision Analysis
  • Potential Problem Analysis

C. Situation Appraisal

  • The Definition of an Incident and a Concern
  • How to List Threats and Opportunities
  • Separate and Clarify
  • Set Priority
  • Plan Next Steps
  • The Role of Questioning in 'Situation Appraisal'

Problem Analysis

  • The Kepner-Tregoe Definition of a Problem
  • How to Describe Problem Analysis
  • Identify Possible Causes
  • Evaluate Possible Causes
  • Confirm True Cause
  • Explain the role of questioning in Problem Analysis

D. Decision Analysis: The Definition of a Decision

  • How to Clarify Purpose
  • Identify Alternatives
  • Evaluate Alternatives
  • Make Decision
  • The Role of Questioning in Decision Analysis
  • How to Effectively Present Recommendations and Assess Recommendations

E. Potential Problem Analysis

  • The Definition of an Action and a Plan
  • How to Identify Potential Problems
  • Identify Likely Causes
  • Take Preventive Action
  • Plan Contingent Action and Set Triggers
  • The Role of Questioning in Potential Problem Analysis

Extra info: Participants who complete the accredited two-day Kepner-Tregoe Foundation course are eligible to take the certification exam, consisting of 40 multiple-choice questions that test candidates’ understanding of the contents of the course syllabus.

The closed-book exam is 60 minutes in duration. Non-native English speakers will have up to 75 minutes to complete the exam and are allowed to use a dictionary. The passing grade is 65 % – 26 correct answers out of 40. Successful candidates will receive Kepner-Tregoe Foundation Certification by Kepner-Tregoe and ITpreneurs.


Maurits Baeyens

Maurits Baeyens is an IT Service Management trainer and practitioner with broad international and practical experience. He combines trainings with consultancy and coachings, offering a full recipe for successful ITSM practices. Maurits delivers all trainings that are part of the official ITIL® qualification scheme in Belgium, the Netherlands, France, Great-Britain, Sweden, the USA and Canada. He combines the use of other best practices like Kepner-Tregoe and COBIT in his consultancy work. He also is a qualified Apollo ITIL trainer.

Informations pratiques

Prix: 1 430 EUR (hors TVA)

Les formations Kluwer sont susceptibles de bénéficier de différentes subventions. Un instrument pratique qui vous permet de ne payer q'une partie vous-même


The training is organized in collaboration with DPM Services and ITPreneurs.

Intra-entreprise: Plusieurs collègues ont besoin de cette formation ? Et de préférence sans devoir se déplacer ? Invitez simplement la formation dans votre département ou votre entreprise : pratique ! Le formateur met l’accent sur votre situation, sur votre secteur et sur les questions de vos collaborateurs. Demandez votre formation intra-entreprise.